Singapore – Following a 10-week industry-wide consultation, Bain & Company, Kantar, and Qualtrics have recently introduced the latest updates to their jointly endorsed Global Standards for Customer Experience.
The move comes after the cross-industry outreach and collaboration from the three companies, assisting businesses in their CX programs as well as advancing the quality of CX practices across all sectors.
With the launch, over 1,500 CX practitioners and stakeholders have now downloaded the standards during the consultation period. Responses were also collected from companies and individuals in 23 countries, prompting nearly half of the initial Global Standards for CX and the introduction of three new standards.
Key themes identified from the feedback included application, where respondents explored the application of standards in complex organisations and requested accompanying detail to enable practitioners to adopt the standards in their own work.
Another significant theme is the scope, with many respondents having made suggestions for additional standards, including capturing ROI of CX programs and covering how technology can and should be developed to support CX.
Rob Huijboom, global head of customer experience at Kantar, commented, “The Experience Economy has caused a fundamental shift for businesses, and experience is now an important—if not the single most important—driver for growth.”
“Our clients and the wider industry have responded positively to the Global Standards for CX, demonstrating that a set of common industry standards is long overdue and an enthusiasm for the growth our framework can unlock,” added Huijboom.
Also speaking about the initiative, Stanford Swinton, EVP at Bain & Company and Principal Author of the standards, stated, “There’s work to be done now in winning over hearts and minds of the industry and generating critical mass behind the Global Standards for CX. In doing so, we aim to re-establish the role of CX within businesses; it’s more than just doing satisfaction surveys.”
Meanwhile, Brian Stucki, president and COO at Qualtrics, shared, “The real value of experience management is in helping organisations better serve their stakeholders. These global standards serve as a roadmap for companies aiming to build durable differentiation and the discipline to quickly adapt to the evolving needs of their market, their customers, and their employees.”
